David's Bridal, Incorporated

From: Marisa R [redacted] < [redacted] @dbi.com>Date: Wed, May 27, at 8:PMSubject: Revdex.com Complaint - ID # [redacted] - [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: Patricia H [redacted] < [redacted] @dbi.com>Hello, We apologize for the inconvenienceIn further researching the matter, our records show the customer was refund was processed to her credit card on 5/12/15, with the transaction number On 5/12/15, this information was emailed to the customerAgain, we apologize for this inconvenienceThank you, Patricia H***, MgrMarisa R [redacted] , Supervisor Customer Service at David’s Bridal

The store personnel resolved the issue in store on 10/25/when thecustomer went back into the store to reselect her gownThe gown the customer ended up selecting [redacted] White size 18W was higher in price then her original purchase, The customer was upset due to all the issues she experienced she felt she should not have to incur the additional costDue to the significant difference in price they needed the District Manager to approve the transaction as an even exchange which was completed on 10/25/2014.According to the store notes, the customer left the store satisfied with the outcomeTo the customer and Revdex.com, my sincerest apologies for the delayed response to the case, as we believed it was closed on the 10/25/We hope the customer is satisfied with her selection and the overall resolutionPatricia H Customer Service @ David's Bridal

7/14/Thank you for giving us the opportunity to respond to Ms[redacted] 's concerns Since she did not give the name of the bride; I will reach out to her, to get this information I have also reached out to the store about this consultant.As soon as I get this information; I will get back to youThank you for your patience in this matterNancy F*David's Bridal, Contact Center

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do no feel the store did all they could I would like this published that other customers can see it Regards, [redacted]

8/29/8/29/16, Please see response I just sent youI apologize for the delay, but I have been out sick Thanks, Nancy Dear Ms***: Thank you for giving us the opportunity to respond to the concerns of Ms***’s refund According to our records, she was refunded the on 8/17/ If you need anything further; please let me know Nancy F [redacted] David’s Bridal, Contact Center

From: Nancy F*Date: Tue, Jun 28, at 3:PMSubject: RE: [redacted] *** complaint # [redacted] .To: " [redacted] @ [redacted] .com" < [redacted] @ [redacted] .com>Cc: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Dear [redacted] ***: I apologize if I put the wrong date in for your pick up date Listed below is the information we have for your sisters’ order Again, your sister’s dress has been out of the store for almost months Your sister did pay for her gown in the storeTherefore, at the bottom of her receipt it will say “All Sales are Final” This is consistent with all Bridal and Special Occasion businesses This is printed on all receipts, hangtags, and signage at our cash registersThese dresses have been out of the store entirely too longTherefore, we are not able to accommodate this request This is a difficult decision but we must have the same policy for all our customersSincerely, Nancy F* DETAIL [redacted] (Bride)DC ORDEROpenPaidSubmitProcessingShippedIn StoreRec'dQA/CalledPicked Up7/22/20157/22/20157/22/20157/29/20157/29/20158/03/20158/03/20158/03/20158/04/ TEM DETAIL [redacted] ***(Bridesmaid)DC ORDEROpenPaidSubmitProcessingShippedIn StoreRec'dQA/CalledPicked Up10/18/201510/18/201510/18/201512/30/201512/30/20151/11/20161/11/20161/12/20164...⇄ ITEM DETAIL [redacted] Roberts(Bridesmaid)DC ORDEROpenPaidSubmitProcessingShippedIn StoreRec'dQA/CalledPicked Up 1/12/20161/12/20161/12/20164/28/20164/28/20165/02/20165/02/20165/02/20165/16/ From: [redacted] [mailto: [redacted] @ [redacted] .com] Sent: Tuesday, June 28, 2:PMTo: Nancy F*Subject: Re: [redacted] complaint # [redacted] I'm not sure where you got that information, but it is completely inaccurateI picked up my dress on Tuesday April 26, and my sister [redacted] 's dress that she did in fact order was delivered to her in the mail shortly after that, and I informed the manager the moment I picked up the dress that I needed an exchange and have been given the run around by your poorly managed company from that instantSo to use the fact that my product has been "out of the store for too long" is rediculous and wildly unfairWe have been trying to get this matter resolved from that dayIt is an even exchange with no loss of money to your company We have been long time David's Bridal and are not sure why you have zero customer service and treat your customers so poorly.Sent from my [redacted] On Jun 28, 2016, at 11:AM, Nancy F [redacted] wrote:Dear [redacted] ***: Thank You for providing us with your sister’s informationI have researched [redacted] ’s event, and have found the following· [redacted] did not order any items· [redacted] , paid for her dress in the store, and picked her dress up on 5/16/16· [redacted] , you did buy over the phone, and picked up the dress 1/13/16· [redacted] , paid for her dress in the store , and picked up her dress on 8/4/15· Our policy is “All Sales are Final” Unfortunately, [redacted] ’s dress has been out of the store for months Both you and your sister have had your merchandise for months I apologize for this inconvenience, but we must be fair and equitable to all customersTherefore, we are unable to authorize a refund or an exchangeThank you for giving us the opportunity to address your concernsNancy F*David’s Bridal, Contact Center From: Cindy M [redacted] Sent: Tuesday, June 28, 11:AMTo: Nancy F*Subject: FW: [redacted] - You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] From: Cindy M [redacted] Sent: Tuesday, June 28, 9:AMTo: 'Nancy F*'Subject: FW: [redacted] - You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] CINDY M [redacted] I CUSTOMER SERVICE STORE SPECIALIST DAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: [redacted] @DBI.COM I WEB: DAVIDSBRIDAL.COM From: [redacted] [mailto: [redacted] @ [redacted] .com] Sent: Friday, June 24, 6:PMTo: Cindy M [redacted] Subject: Re: [redacted] - You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] Thank you for looking in to the problem for meThe brides name is [redacted] The event date was June 18th and the location that we purchased from and have had the problems with is the Ahwatukee location at E Ray Rd in ArizonaIf there is any other information you need just let me know! Thank you, [redacted] ***Sent from my [redacted] On Jun 24, 2016, at 3:PM, Cindy M [redacted] < [redacted] @dbi.com> wrote:Good Afternoon [redacted] ***, I am in receipt of your email to the Revdex.com and would very much like to speak with you regarding your concerns If you would, please provide the brides name and the event date along with the store location you are referencing and I will research your concerns in more detailI look forward to working with youHave a great day! CINDY M [redacted] I CUSTOMER SERVICE STORE SPECIALIST DAVID’S BRIDALWASHINGTON STREET I CONSHOHOCKEN, PA 19428PHONE: ###-###-#### I FAX: ###-###-####EMAIL: [redacted] @DBI.COM I WEB: DAVIDSBRIDAL.COM [redacted] *** [redacted] Mesa , AZ ***Daytime Phone: ###-###-####E-mail: [redacted] @ [redacted] .comThe details of this matter are as follows:Complaint Involves:Refund Or Exchange Issues Customer’s Statement of the Problem:My sister was planning a wedding and unfortunately the wedding ended up getting canceledMy family had already purchased bridesmaids dresses and her wedding dressWe were attempting an even exchange and the bridesmaids dresses as my sister and I are in another wedding, and a refund on the wedding dressWe ordered the bridesmaids dresses over the phone at this location and were not informed of a zero return or exchange policy which the management is now telling us aboutWhen we went in to speak to them we were treated very disrespectfully and were ignored several times when attempting to resolve this issue at the store level and with the district managerWe also attempted to email them at the corporate level and were referred back to the store managerAt the very least we are wanting an even exchange on the unaltered/unopened/tags still attached bridesmaids dresses that we purchased, and we are hoping they will do the right thing and return my sisters unaltered/unopened/tags still attached wedding dress as well.Complaint Product/Service: Wedding ApparelPurchase Date: 1/4/2016Problem Occurred: 4/25/2016Model: Account Number: Order Number: Talked to Company: 4/25/2016Talked to Company (2nd): 5/17/2016Location: [redacted] ***,Phoenix, AZName of Salesperson: Purchase Price: $0.00Disputed Amount: $Desired Outcome/Settlement: At the very least I would like an even exchange on the unaltered/unopened/tags still attached bridesmaids dresses for the dresses for the new weddingI am also hoping they will do the right thing and refund my sisters unopened/unaltered/tag still attached wedding dressDesired Settlement: Refund

11/15/16, We have explained on numerous occasions that the dress has been out of the store too long We have also explained our return policy.Thank You, Nancy

7/26/Dear Mr*** First, I apologize for this inconvenienceCan you please tell me the name of the bride, and which store this happened in? Our orders are filed under the bride's nameI look forward to hearing from youSincerely, [redacted] [redacted]

Hello, Thank you for the opportunity to respond to your concernWe apologize for the inconvenienceCan you please provide us the location where you purchased your dress from, so that we can further research the matter? Thank you, Patricia H***, Mgr Marisa R [redacted] , Supervisor Customer Service at David’s Bridal

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me now that we have received the refund Regards, [redacted]

8/9/16Customer is picking up gown today Please see explanation from the store below.The store had three seamstresses out, and since her wedding is not until the end of September, they asked if they could give her a later pick up date; they also gave her a discount.Hopefully, at this point the customer will be satisfied.Please let us know if we can be of any further assistanceNancy F*, David's Bridal, Contact VenterI have spoken with alterations and her gown is being worked on right now and will be finished today We had seamstresses out this past week so they were a little behind and called this customer to reschedule her pick up appointment since her wedding date was further out ,end of September, than other gowns they were working on During her first fitting her mother in law was upset that we did not give her the option to order the gown in petite so we had Beth B***, alterations manager, look at her gown to see how it was fitting and she informed her that the petite would not have fit her in the bodice the way she wanted it to and she would have still needed the same alterationsHer gown is being hemmed about inches so even in petite it would have been too long We gave her a discount off her alterations at that fitting since she was so upset The customer told us she would be in today at 3pm or later to pick up her gown Thanks Brittany Store

1/16/17Dear [redacted] ***:Thank you for the opportunity to respond to [redacted] 's rejection The dress had been out of the store over five days, which is in conjunction with Buyers Remorse We can offer her a store credit or an exchange as long as the dress has not been worn, tags still on it, no alterations, no odorsWe can not refund her money.Sincerely,Nancy, David's Bridal

Hello, Thank you for giving David's Bridal the opportunity to respond to [redacted] complaint We have thoroughly researched [redacted] online order # [redacted] and [redacted] , and found the following; David’s Bridal has refunded both bridesmaid dresses on 9/20/As for alteration, we did not charge alteration for the bridesmaid that did not receive the correct size dress At this time David’s Bridal has refunded the customer in fullWe also want to apologize for any inconvenience this has caused the customer Thank you, Patricia H***, Mgr Marisa R [redacted] , Supervisor Customer Service at David’s Bridal

May 31, [redacted] Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) K StNW, 10th Floor Washington, DC 20005-Phone: ###-###-#### Fax: ###-###-#### Complaint# [redacted] Re: [redacted] Dear [redacted] ***, Thank you for the opportunity to respond to the concerns of our customer ** [redacted] regarding returned online order # [redacted] After researching our customer’s concerns it was discovered [redacted] was not refunded his original purchase of RMA # [redacted] We can confirm the merchandise was received at the David’s Bridal corporate office and issued a credit to [redacted] ’s [redacted] Credit Card in the amount of $on May 25, Should you have any questions, please feel free to contact meSincerely, cindy m [redacted] I customer service store specialist DAVID’S BRIDAL WASHINGTON STREET I CONSHOHOCKEN, PA PHONE: ###-###-#### I FAX: ###-###-#### EMAIL: [redacted] @dbi.com I WEB: DAVIDSBRIDAL.COM

Hello, Thank you for the opportunity to respond to [redacted] ***'s complaintWe strongly apologize for the inconvenienceWe have further researched this matter with our storeThey had refunded the customer on 3/15/15, for the dress in the amount of $1,150, and the slip in the amount of $Customer has been refunded in full for both merchandiseAgain, we apologize for the inconvenienceThank you, Patricia H***, Mgr.Marisa R [redacted] , SupervisorCustomer Service at David's Bridal

Revdex.com Metro Washington DC, and Easter Pennsylvania K StNW, 10th Floor Washington, DC 20005- ATTN: [redacted] Case# [redacted] Dear Ms***: Thank you for the opportunity to respond to the concerns of our customer, Ms [redacted] I have spoken to her on 5/and 5/3, regarding her purchases with David’s Bridal I have researched her two recent purchases In regards to her shoes, the store did do a refund, and charged her for the new pair They did not charge her for the actual dyeing of the shoes Again, we apologize for this inconvenience We have contacted the buyers concerning getting her a new dress in a petite size We are able to get it by 7/9/ The store has done this exchange in the system When the new dress comes in, we will do the exchange for the petite dress I called Ms [redacted] , and she is pleased with the results If I may be of any further assistance, please let me know Sincerely, Nancy F*, Customer Service Phone : ###-###-#### Email: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is true that I ended up receiving a total off 30% refunded back to meThe dress was far from pristine condition! I do not find it acceptable to give customers dresses in this shapeI am NOT satisfied with the customer care I recieved from David ' s BridalThe % is nothing compared to the time, travel, and embarrassment I had with this dressIf I wanted a dress in this condition I could have purchased one from a consignment shop or the [redacted] ! People do not pay this kind of money for a item in tgis conditionIt is sad that your store Manager Pam even said she would not wear the dressWith this experience you can bet I will never return to your store again! Regards, [redacted]

*** [redacted] Thank you for giving us the opportunity to address your concerns Unfortunately, our dresses come in folded in half which causes creasesIt should have been explained to you that once a dress is altered outside of David’s we cannot be reasonable for its steamingBecause of this inconvenience we would offer you a discount off your gownIn cases like this 20% is the discount we offerPlease let the store know when you will be coming in to get this discountThank you for your patience in this matter NANCY *** [redacted] [redacted] * [redacted] * [redacted] [redacted] * *** [redacted] * [redacted] *** [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: When the wedding dress was purchased we were not aware that there was a stain on the dress The dress was sold as new, not discounted for a known defect We ended up using the dress because by the time we realized the dress was defective, David's Bridal would not guarantee that we could get another dress in time for my daughter's wedding David's Bridal is incorrect in stating that we knew the dress was defective We purchased the dress at the full price that was listed on the dress only to find out that we were sold a defective product I believe a $refund is reasonable considering these circumstance Regards, [redacted]

June 8, Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) K StNW, 10th Floor Washington, DC 20005- Phone: ###-###-#### Fax: ###-###-#### Complaint# [redacted] Re: [redacted] Dear Sirs/Madame, Thank you for the opportunity to respond to the concerns of our customer, [redacted] regarding her purchase in Store # [redacted] Tonawanda, NYI have thoroughly researched [redacted] ’s concerns with the Store Manager Julie B*** On May 21, 2016, [redacted] purchased the following item: • Style [redacted] Size $+ tax After speaking with our customer, David’s Bridal granted and processed a refund on June 3, to [redacted] ’s debit card ending in *** Should you have any questions, please feel free to contact me Sincerely, CINDY M [redacted] I CUSTOMER SERVICE STORE SPECIALIST DAVID’S BRIDAL WASHINGTON STREET I CONSHOHOCKEN, PA PHONE: ###-###-#### I FAX: ###-###-#### EMAIL: [redacted] @DBI.COM I WEB: DAVIDSBRIDAL.COM